Duties and Responsibilities:

12+ years strong experience working as a Service Delivery Manager for Global SAP Application Maintenance and Support engagement in a large/medium organization.
Experience in managing client relationships and providing governance for multiple AMS accounts.
Experience with 10x5 and as required support on weekends, working with multi-cultural support teams spread across different geographies.
Must have worked as an SAP Functional or Technical Consultant having hands-on experience in Maintenance and Support.
Should have experience handling stakeholders like business users, IT management, and vendor partners.
Well versed with execution of support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc.
Experience in transition from project to support.
Must have knowledge of Transport Requests Management / Rev-trac.
Must have knowledge of Regression Testing processes.
Experience defining, developing, and implementing operational aspects of project and programs - governance, tracking, and reporting.
Ability to understand and navigate the complex map of program stakeholders and organizational structure, Escalation Management.
Should have experience handling Major and Critical Incidents.
Excellent written and verbal communication and presentation skills to effectively communicate information to all levels within the organization.
Analyze the operational environment to identify trends and patterns that require problem investigation by using incident data.
Monitor environment and recommend/action improvements.
Must be strong in following up with team members, other teams, and 3rd party support vendors.
Attention to detail is key for success in this role.
Ability to work in a fast-paced, complex environment and under tight deadlines.
Ability to work effectively both independently and collaboratively as part of a team.
Good mentorship and coaching ability with a desire to develop self and others.
Knowledge of ITIL, Agile, Scrum, Azure DevOps, ServiceNow, ChaRM, SOLMAN is an added advantage.
Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint.
Strong analytical, organizational, time management, facilitation, and process management skills.
Demonstrated high level of written, verbal, and interpersonal skills to communicate technical and non-technical information, ideas, procedures, and processes.
Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.
Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities.
Interact and deal effectively with all levels of employees while maintaining a professional manner.
Maintains a positive work environment through teamwork & conflict resolution.
Expected to work occasional weekends, holidays, overtime, or a variety of shifts when needed to meet support Operational/Service Level Agreements.
Ability and willingness to travel by auto and air as needed to achieve business objectives.

Qualification:

Bachelor of related Information Systems, Business or other relevant academic discipline required.

SAP Service Delivery Manager